Senior Manager, Global Player Support, Partner & Workforce Management

Senior Manager, Global Player Support, Partner & Workforce Management

Player Support at Riot Games is committed to shattering the service expectations of players worldwide, providing millions of players with high-quality support that reflects Riot’s values in every experience we deliver. As Global Player Support Operations Senior Manager, Partner & Workforce Management you will lead a team of global partner managers and vendors. Your team will own the relationship with these partners and be responsible for ensuring they are performing as expected. You will also lead the Workforce Management function and be responsible for defining and implementing a capacity planning and real time monitoring strategy across all partners.

The role presents unique opportunities to define the outsourcing and workforce management strategies, create operational processes, build and develop teams, and ensure successful performance outcomes. You will collaborate with other global leaders, internal stakeholders, and outsourced vendor partners to achieve a seamless player experience built for scale. We’re seeking a candidate who is driven and passionate about solving these novel challenges in the gaming industry, has a strong bias toward action, and is excited to work in a player-focused environment.

This role will be based in Dublin reporting to the Director, Global Player Support Operations & Experience and will require up to 15% travel.

Responsibilities:

• Design and drive the Partner & Workforce Management vision and strategy, and collaborate with leadership in Partners, Operations, Digital, Product, Engineering, and more to make this vision a reality
• Define and establish the most effective vendor topology and footprint involving vendor selection, SOW negotiations and commercial agreements, vendor site launches
• Define and implement a global workforce management strategy including capacity planning and realtime monitoring and associated standard operating procedures
• Manage vendor costs in-line with the agreed budgets
• Drive weekly, monthly, and quarterly Partner business reviews to instill player focus and operational excellence culture across relevant support channels
• Define and deliver on operational-level OKRs and service levels, enabling operational excellence across all aspects of the player journey
• Hire, lead, and develop a diverse, high-performing team, setting up the organization for success through investments in career growth
• Provide craft mentorship and development to the partner management team globally
• Communicate program/project status succinctly to relevant stakeholders, presenting at the Executive level when required

Required Qualifications:

• 8+ years of Senior Operations Management experience leading global vendor management functions involving complex, large scale, multi-vendors
• 8+ years of people management experience
• 4+ years leading workforce management teams of developing and implementing global workforce management processes and systems
• Experience in identifying, managing, and implementing operational improvement initiatives
• Comfortable evaluating tradeoffs between risk reduction, business growth, and player experience
• Demonstrated record of critical thinking and creative problem solving to address complex, multi-disciplinary challenges
• Thrives in ambiguity and can adapt and lead through dynamic and fast-paced environments

Desired Qualifications:

• Experience working in Tech or the Gaming Industry

For this role, you'll find success through craft expertise, a collaborative spirit, and decision-making that prioritizes the delight of players. We will be looking at your past studies, experience, and your personal relationship with games. If you embody player empathy and care about players' experiences, this could be your role!

Our Perks

We offer medical and dental plans that cover you, your spouse/domestic partner, and children. Life insurance, parental leave, plus short-term and long-term disability coverage are also available. Riot will support your retirement benefits with a company match, and double down on your donations of time and money to non-profit charitable organizations. Balance between work and personal life is encouraged with open paid time off, and a play fund so you can broaden and deepen your personal relationship with games.

Let's Thrive Together

Because together we are better. It's our policy to provide equal employment opportunities for all applicants and members of Riot Games.

We know that fresh and varied perspectives will make us better at what we do, so however you identify and whatever background you bring with you, we're excited to hear from you. Don't be discouraged if you feel you don't fully meet every single one of the requirements for a particular role, there's always room for growth at Riot. If you spot a role that will make you want to jump out of bed in the morning, we are waiting to hear from you! Don't forget to include a resume. We receive many applications, but we'll notice a fun, well-written intro that shows us you Dare to Dream and Execute with Excellence.